Princeton, NJ (June 23, 2010) – Practice managers, administrators and physicians from throughout New Jersey were in attendance for the Princeton Insurance “Handle with Care: Creating a Positive Patient Experience” full- day seminar, held at Princeton Insurance offices and hosted by staff of the Healthcare Risk Services Department. Participants were treated to an interactive presentation that included open and frank discussions, opportunities to share and learn from each other’s own experiences, lectures by recognized experts in healthcare communication and risk management, and videos that used humor to shed light on what can be done to give patients a better experience when visiting their physician’s office.  Princeton Insurance Healthcare Risk Consultant Sharon Koob discussed ways to create the best patient experience possible, identified trust points in typical patient interactions and explained how to develop steps staff can take in order to improve patient interactions. Healthcare Risk Consultant Sharon Koob told those in attendance it’s the little things that make the biggest difference to a patient – like keeping them informed throughout their visit and making sure they know what’s going to happen next. A respected leader on the topic of communication and staff development in healthcare, Wendy Leebov was on-hand to talk about the importance of hiring the right people for the right job and recognizing individual skill sets, maximizing a staff’s potential through various coaching methods, and learning how to deal effectively with difficult situations. Since 2002, Wendy has provided services as an independent consultant through Wendy Leebov Inc. Previously, during 20 years of service with Albert Einstein Healthcare Network in Philadelphia, Wendy served as VP, Human Resources and Associate VP, Organization and Staff Development. She also founded the Einstein Consulting Group, nationally respected for helping more than 300 healthcare organizations with strategies to achieve patient satisfaction, leadership effectiveness, and staff retention. The always animated Wendy Leebov explained that the patient experience all starts with hiring.  “If you ‘settle,’ you’ll end up sorry that you did!” said Wendy. Here’s what those who attended the first presentation said about the “Handle with Care: Creating a Positive Patient Experience” seminar:   - “I felt that some of the suggestions will benefit me not only in the workplace, but in general life situations.” – staff member, outpatient radiology group   - An office manager from a dermatology practice said that both presenters offered “beneficial/pertinent topics which will transfer well to the practice.”   - A site manager in attendance commented that Wendy Leebov was wonderful and that the program met all of her expectations. “So glad we were able to be here.”   - “Many thanks for a most educational and practical seminar presented in an entertaining and comfortable format.” – an M.D. (plastic surgery)